Outbound Telephone Skills

Course Aim

This challenging and motivating programme has been written for sales professionals dedicated to selling over the phone, making mainly outgoing calls. The course is designed to give delegates more confidence when selling by phone.

The programme is suitable for salespeople who need to use the telephone as part of their job function, either for selling, or booking appointments.

Course Objectives

By the end of this course the delegates will be able to:

Make outgoing sales calls with confidence to a high degree of professionalism

Understand the importance of customer service in a telesales environment

Structure their calls

Demonstrate active questioning and listening skills

Understand how to identify needs

Learn how to cross sell and up sell

Establish their own structure for a Telesales call using all stages from opening the call to closing the call

Close the sale more effectively

Course Content Includes:

Using the telephone; advantages and disadvantages

Understanding why customer care is important

Preparing to call

Opening the telephone call. Putting the customer at their ease. Gaining and keeping control

Structuring the call

Communication skills

Selling features and benefits and when to present the product

Dealing with objections

Closing the sale, or gaining commitment

Dealing with rejection

How The Course Works

Delegates are given a clear understanding of the nature of telephone selling and the need for the customer to feel relaxed and not pressurised.

Telephone monitoring equipment is used to give delegates the opportunity to practise their skills in a positive environment.

During the course, delegates produce a number of scripts using a structured approach with words and phrases that sound natural and involve the customer.

At the end of the course, delegates produce a personal action plan, for use back at work.

Next Steps

The above content gives you a flavour of what can be covered. The course will be tailored to your needs. To find out more please contact us using the form below.